Student Complaint Policy
It is the policy of East Texas Baptist University to provide a student complaint process which includes maintaining a record of the formal written complaints received. ETBU encourages the resolution of student complaints through timely communication as close as possible to the point of origin. Students having a complaint concerning East Texas Baptist University should direct their questions to the department involved.
If the student is not satisfied with the outcome of the informal process, then a formal written complaint should be filed. Students wishing to file a formal written complaint at East Texas Baptist University should complete and submit the online Formal Student Complaint Form (see below).
It is the goal of East Texas Baptist University to adequately address all student complaints in an acceptable manner that avoids a formal grievance process. Should this goal not be met, the following procedures will apply.
- A formal written complaint may be filed by submitting a completed Formal Student Complaint Form on the ETBU Student Engagement web page. The form should be completed in its entirety including a description of the complaint, the date(s) on which the problem became evident, and a description of the desired outcome. The Office of Student Engagement will log the information and within two working days will forward a copy of the complaint form to the appropriate vice-president for action.
- The vice-president will send a written acknowledgement of the receipt of the complaint to the student via University-provided email within three working days of receipt.
- The vice-president may ask the president to assign a special committee or a standing University committee to rule on the complaint. The vice-president or committee will present a ruling on the complaint within 30 calendar days of receipt of the complaint by the vice-president. The vice-president will inform, in writing (may be via email), the student making the complaint, the appropriate area supervisor, and the Office of Student Engagement of the decision.
If an issue cannot be resolved internally through the Student Complaint process, a student may file a complaint with the Texas Higher Education Coordinating Board.